Job Description

Join the Cyber-DNS team at CIRA and play a key role in advancing Canada’s cybersecurity and DNS infrastructure! Our Cyber-DNS team is dedicated to protecting Canadians online by delivering cutting-edge solutions.

You’ll tackle projects that make a real difference—including empowering users with CIRA Cybersecurity Awareness Training, securing household and enterprise networks through CIRA Canadian Shield and DNS Firewall, or defending against DDoS attacks with Anycast DNS. This is your chance to be part of a team that’s shaping the future of digital security and DNS technology, making a meaningful difference in how Canadians and global citizens alike experience and trust the internet!

Who you are:

You’re an experienced technical leader who brings both depth of expertise and a strong commitment to customer outcomes. You’re comfortable working at the intersection of technology, service delivery, and client relationships, and you know how to translate complex issues into practical solutions through your team.

You build and support high-performing teams by setting clear expectations and providing coaching that helps people grow and do their best work.

You are hands-on and customer-focused. You enjoy working directly with clients to understand their needs, troubleshoot issues, and guide them through implementation and adoption. You bring a calm, solutions-oriented approach to problem solving and continuous improvement.

You communicate clearly with both technical and non-technical audiences, and you’re comfortable engaging with a range of stakeholders, including senior leaders. You take a thoughtful, collaborative approach and look for ways to strengthen how teams work together and deliver value.

What you'll do:

• Lead and coach the professional services and technical solutions team while actively contributing to service delivery and customer engagements.
• Oversee professional services delivery to drive customer satisfaction and successful project outcomes; serve as the senior point of contact for key clients and stakeholders.
• Drive efficient, high-quality service delivery across implementation, consulting, and support; maintain service standards and support sales with technical expertise.
• Troubleshoot and resolve technical issues promptly and effectively.
• Guide customers through product demonstrations, setup, and configuration of cybersecurity solutions.
• Design and deliver training sessions and workshops to enable effective use of product features and benefits.
• Monitor key performance indicators related to deployment and product usage.
• Produce reports, technical guides, and presentations that demonstrate service value and effectiveness.
• Build and maintain strong customer relationships to understand needs and provide proactive support.
• Communicate clearly in English and French with both technical and business stakeholders.
• Collaborate with cross-functional teams to improve service delivery systems and processes.
• Develop onboarding and product customization processes, including supporting documentation.

What you bring:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related experience.
• Strong technical knowledge and experience in deploying and troubleshooting workstations (I.e., Linux, Windows, and macOS) and mobile device applications.
• Minimum of 5 years experience in technical support or relevant customer-facing role.
• Minimum of 3 years experience in management of technical resources.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Ability to plan and manage complex projects, including resource allocation, timeline and budget management, and clear assignment of responsibilities.
• Demonstrated understanding of service delivery methodologies, tools, and best practices.
• Excellent communication skills and continuous willingness to learn and develop.
• Advanced knowledge of XDR, enterprise IT environments, scripting, networking, DNS, or firewall technologies is preferred.
• Strong communication skills in English (written and verbal); ability to communicate in French is a strong asset.
• Willingness to travel as needed.
  

Who we are:

At CIRA, we’re driven by a passion to make a positive impact on Canada’s digital future. We’re not just asking, ‘What more can we do?’—we’re actively exploring new frontiers to enhance and secure the internet for all Canadians. Our recognition as one of the National Capital Region’s Top Employers for ten years is a testament to our vibrant culture. We believe in fostering an environment where collaboration and candour are second nature and where diverse perspectives are integral to our success, because we know that great ideas come from everywhere. If you’re passionate about innovation and ready to make a difference in a dynamic field, join us and help shape the future of the internet!

CIRA embraces a blend of remote and IRL in-office work to keep our team connected and engaged. Our Ottawa headquarters is a hub for regular events and social activities that bring our team together, encouraging a strong sense of community within our organization. No matter where you work from, you'll always feel part of our vibrant team and our shared mission.

At CIRA, people remain at the centre of our recruitment process. While CIRA uses recruitment platforms that include artificial intelligence-enabled features, which may be used to support administrative processes or skills-based assessments, these features are intended to assist our recruitment activities and do not replace human judgment. All applicant screenings, interviews, evaluations and selection decisions are conducted by our staff. Artificial intelligence is not used to make autonomous or final hiring decisions.

This posting is for an existing vacancy. For any accommodations during the recruitment process, please contact us at peopleandculture@cira.ca.